Copy of recent letter sent to T-Mobile 1915 Nicholasville Road, Lexington Kentucky: (to which I have received NO REPLY)
T-Mobile Senior Mangement
1915 Nicholasville Rd.
Lexington, Ky 40503
Dear T-Mobile:
On January 2nd I was experiencing some "phone problems". I contacted T-Mobile customer service who told me I needed to have my phone tested at a local store and provided me with your phone number.
I called your store and spoke with "LJ" who told me to go ahead and bring my phone in and she would have a look at it.
I entered your store shortly thereafter and encountered "Ron". I asked to speak to LJ to which Ron stated he would help me.
I told "Ron" about my problems and gave him my phone. He just took a glance and said "your phone is too old, you need a new phone".
I asked how he could know that without testing it. He said he "just knew". I asked him to test it, he just turned it off and on a couple times and said again that I "need a new phone".
To his surprise I then pulled out an identical phone which had oddly quit working that day as well. I put my chip in it and asked how could both of these phones go bad on the same day. He just said they "were too old".
I asked if T-Mobiles phones were designed to "go bad" after aa certain period of time. He just stated "that is the nature of the beast". At this point I requested to speak to "LJ", and he reluctantly got her.
"LJ" appeared and I told her my problems. She seemed very disinterested and quickly told me the same: I "need a new phone".
I asked her also how could TWO of my phones go bad the SAME DAY??? She said they "just did".
I asked her to test my phones. She said they had no way of testing my phones.
I then asked her what I previously asked "Ron". Are T-Mobiles phones designed to go bad after time? -She just said no.
This conversation seeming to be pointless, I asked to see some comparable phones. I informed them that the main reason that I stayed with T-Mobile so long is that I liked my phone and didn't want a different one.
I was showed a couple of phones but nothing comparable. (My phone has a sturdy case and an FM radio). I was not happy with the selection but found one that "might do".
I was then informed that since I "was not a contract customer", I would be responsible for paying the full price of the new phone.
Needless to say this was not acceptable to me as I had no real reason why BOTH of my other phones "went bad" the same day, and I had no intention for paying for a "lesser quality" phone that I didn't really want.
Before I left, I told "LJ" that I have had many electronic items that have lasted way longer and I asked her how a (TWO) solid state piece of equipment (no moving parts) can just "go bad" like that. -She had no answer for me.
I returned to work (where I was placing my calls) and again called T-Mobile customer service. I told them my experiences with your store and they were appalled.
They asked me who I spoke with and then for me to wait on hold while they called your store and verified this.
When they returned they said that "Ron" could now test my phone.
Before I wasted another trip over there I decided to call Ron and find out why now they suddenly are able to "test" my phone.
"Ron" just told me all he could do was "put my chip in another phone, but he was pretty sure it wasn't my chip".
At this point I decided to contact another T-Mobile store with my problem.
I contacted the T-Mobile store on Richmond Rd. And told them my problems. I talked to a VERY courteous person who informed me that your store "was a joke" and told me they would be HAPPY to test my phone for me. They also told me that most likely it was my batteries as they have not seen many of my type last that long.
The problem did turn out to be batteries and I was very impressed with their courteousness and professionalism. BOTH my phones have worked fine since.
I am now asking you what you think is the right course of action to take to compensate me for the lack of service I received at your store, as well as my wasted time and hassle of driving over there through traffic (possibly twice) from work just to remain unsatisfied.
Shawn
Lexington, Kentucky
U.S.A.
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